OBJECTIVE: This study's objective was to evaluate the work process in a psychosocial treatment center. We endeavored to identify areas of difficulty, gaps, deficiencies, potentialities, and experiences shared by the people involved in the service's day-to-day routine (users, family members, and health staff). METHODS: Qualitative evaluation study that used fourth-generation evaluation as the theoretical-methodological framework. RESULTS: We observed some basic characteristics that reveal the organization of the mental health work process from the perspective of the interest groups studied. The use of inclusive care technologies stands out, along with interdisciplinary team-based care management mechanisms centered on the user. CONCLUSIONS: The results contribute to a rereading of the consolidation of psychiatric reform in the brazilian context, raising questions about practice, knowledge, objectives, philosophies, and the goal of health work.